Jago, Leo Kenneth and Deery, Margaret (2002) The role of human resource practices in achieving quality enhancement and cost reduction: an investigation of volunteer use in tourism organizations. International journal of contemporary hospitality management, 14 (5). pp. 229-236. ISSN 0959-6119

Abstract

Explores the role of human resource management (HRM) - namely the impact of paid staff versus volunteers - in facilitating cost reduction and quality enhancement strategies within tourism organizations in Australia. Acknowledges the increasing role of volunteers within the Australian tourism sector, and discusses general issues relating to the economic value and service quality generated by paid staff versus volunteers. Describes the study methodology; bases findings on the analysis of data derived from surveys of paid staff, volunteers and customers at two visitor information centres in Australia. Determines that, despite the expense of recruitment, training and rewarding, the use of volunteers generates significant cost reductions. Provides both qualitative and quantitative evidence that the use of volunteers (given proper training and support) does not compromise service quality. Discusses the HRM practices employed by the visitor information centres, namely training, recruitment and teambuilding initiatives. Concludes, overall, that the use of volunteers provides organizations with opportunities for cost reduction without compromising quality.

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